Streaming Issues

Video Won't Stream

If you are trying to stream Live TV while either outside of your home or while not connected to your Charter internet connection, return to your home or connect to your Charter Internet connection to stream content.

We receive the right to provide these shows and the programming services to you from the Cable Networks, and they place various limitations on Charter as to how, when and where we can authorize viewing (the same limits are placed on other distributors as well). For some Networks or shows we are unable to offer streamed, live programming outside of the home.

We are always working to gain the widest access to view these shows and provide you with the best experience possible.

If your device is connected to your Charter Internet and you are experiencing streaming issues, try the steps below.

You may also try disconnecting some devices from your wireless network. The more devices you have connected to your wireless network reduces the wireless signal speed there is for each device to use. Try disconnecting some of your devices that aren't in use to improve your streaming speed.

Restart the Spectrum TV App on iOS Device

Restarting the Spectrum TV App may resolve slow streaming or other issues.

Close the Spectrum TV App by pressing the Home button on your iOS device once. Your home screen will be displayed

Double press the Home button to bring up a list of all the apps that are currently running on your iOS device

Note: For iOS7 and above simply swipe the Spectrum TV screen towards the top of the iOS device screen

Press and hold the Spectrum TV App until all the apps in the task bar start to wiggle. A red circle appears in the upper left of the app(s)

Tap the red circle to close the Spectrum TV App. Closing other apps that are running can improve the performance of your iOS device as well

Note:This will not delete the app(s) from your iOS device. This simply closes the app(s) down completely. Performing these steps for app(s) on your home screen will delete the app(s) completely from your iOS device

Press the Home button twice to close the task bar

Tap on the Spectrum TV App icon on your home screen to restart the app

Feature Problems

Send to TV

If you are experiencing problems using the Send to TV feature of the TV App try the following:

If you have more than one Digital Receiver in your home make sure you are selecting the correct Digital Receiver when using the feature.

Make sure your receiver is on and tuned to live TV with no menus or guides displaying. If your receiver is in off or in stand-by mode, it will not accept the Send to TV command.

Send to TV functionality may not be available within the first 36 hours after installation.

If you have an Arris, Motorola, or Pace brand Digital Receivers you may need to update on your equipment.

Press the Menu button once on your remote control.

Navigate to APPS and press OK/Select.

Select TV App Update. Once TV App Update is selected you will see a loading icon in the bottom right hand corner of your TV screen. When finished, the loading icon will disappear. You will not see a success message.

Unplug your Digital Receiver for 15 seconds, then plug it back in. When it is finished reloading you should be able to send to your TV within 30 minutes.

Try to use the Send to TV feature again.

Note:If this step has already been performed or if your Digital Receiver does not need this update, you will still see the TV App Update option. If you attempt to perform the update again, no loading icon will appear

Remote DVR Scheduling

If you are experiencing problems scheduling DVR recordings on your Arris, Motorola, or Pace DVR try the following:

The Record feature is only compatible with the guide below:

If you have more than one DVR in your home, make sure you are selecting the correct digital receiver when using the feature.

Make sure your DVR is on and tuned to live TV with no menus or guides displaying. If your DVR is in off or in stand-by mode, it will not schedule any recordings.

Record functionality may not be available within the first 36 hours after installation.

If you are still experiencing issues you can try to update your receiver:

Press the Menu button once on your remote control.

Navigate to APPS and press OK/Select.

Select TV App Update.Once TV App Update is selected you will see a loading icon in the bottom right hand corner of your TV screen. When finished, the loading icon will disappear. You will not see a success message.

Unplug your Digital Receiver for 15 seconds, then plug it back in. When it is finished reloading you should be able to send to your TV within 30 minutes.

Try to use the remote DVR scheduling feature again.

Note:If this step has already been performed or if your Digital Receiver does not need this update, you will still see the TV App Update option. If you attempt to perform the update again, no loading icon will appear.

Spectrum TV App Error Messages

A newer version of the Spectrum TV Application is now available

If you are seeing this message there is a newer version of the Spectrum TV Application available for download in the Apple App Store. Tap the OK button to be taken to the App store, and then tap the Update button to update the App.

Please enter your primary User Name and Password to access My Account

If you are seeing this message you are trying to access My Account features of the Spectrum TV App using a User Name/Charter.net Email address that is not the Head of Household (HoH) account. Only the User Name/Charter.net Email address that is designated as the HoH account can access My Account features of the Spectrum TV App.

Spectrum TV Application is not supported on jailbroken devices

Customers who are using a jailbroken device to access the Spectrum TV Application will see this message. The Spectrum TV Application is not supported on jailbroken devices. Please restore your device to factory settings in order to use the Spectrum TV Application.

After restoring your device to factory setting you may need to reinstall the Spectrum TV App

Authorization not allowed. Please disable VPN in the iPad settings menu before using the Spectrum TV Application service

We are aware of a small number of users who do not use the VPN option of their device yet are still receiving the error message to disable their VPN in the iOS settings menu. We are working to resolve this sporadic, intermittent issue in a future release of the Spectrum TV App and apologize for any inconvenience.

If you are seeing this message you are trying to access the Spectrum TV Application through a VPN connection. Using the Spectrum TV App through a VPN connection is not supported.

To disable your VPN connection:

iOS 6 & 7 UsersGo to Settings > General > VPN. Tap the VPN slider to turn it OFF

iOS 5 UsersGo to Settings > General > Network > VPN. Tap the VPN slider to turn it OFF

We apologize. We are unable to process your request at this time

If you are seeing this message the Spectrum TV Application is experiencing technical difficulties with the function or feature you are trying to access. The function/feature is temporarily unavailable.

Due to programming limitations access to Live TV is currently unavailable outside of your registered home address

If you are seeing this message you are trying to stream Live TV while either outside of your home or while not connected to your Charter internet connection. Please return to your home or connect to your Charter Internet connection to continue streaming content.

We receive the right to provide these shows and the programming services to you from the Cable Networks, and they place various limitations on Charter as to how, when and where we can authorize viewing (the same limits are placed on other distributors as well). For some Networks or shows we are unable to offer streamed, live programming outside of the home.

We are always working to gain the widest access to view these shows and provide you with the best experience possible.

There are too many devices currently accessing the Live TV feature within your home

If you are seeing this message, there are more than 5 devices in your home streaming Live TV using the Spectrum TV Application. Multiple family members may access the application to stream live content with a maximum device limit of 5.

You will need to log off of at least one device to stream Live TV on the device you attempting to stream from.